Customer Success Manager (West Coast)

About the role 

Syndio licenses software to companies to help them find and fix pay equity issues and stay in compliance over time. We’re looking for someone who brings a combination of customer service and account management skills to build lasting relationships with customers and guide them to success. You will own the relationship with your customers, with a focus on delighting the key decision makers for each account. This includes advising customers on a comprehensive workplace equity strategy, ensure ongoing compliance needs, and driving usage of our workplace equity tools. 

Why this job is exciting

• Guide your dedicated portfolio of customers to achieve their workplace equity goals while meeting and exceeding retention and growth targets.
• Be a trusted resource by communicating with customers about their ongoing workplace equity needs, product updates, customer sentiment, and industry topics.
• Work closely with our Implementation, Sales, Domain Expertise, and Product teams to support and delight customers at every point in the customer journey.
• Build customer relationships that lead to renewals, upsell opportunities, and references, and take pride in hitting revenue milestones that reflect your success.
• Identify and synthesize evolving customer needs, and collaborate with Product and Development teams to design and implement solutions in the product.
• Strategically manage your accounts with a focus on maximizing customer lifetime value and uncovering opportunities for expansion.
• Influence Syndio’s overall customer service strategy as we grow to scale onboarding, communication, and ongoing engagement.
• Participate in comprehensive training to gain in-depth knowledge about the nuances of workplace equity, including statistics, analytics methods, and pay equity laws — equipping you to confidently connect our mission with measurable business outcomes.

About you

• You have 5+ years of demonstrated experience in Customer Success and/or Sales/Account Management
• You have a demonstrated track record managing large enterprise Fortune 100 companies 
• You have a proven ability to engage and multi-thread with C-Suite executives & SVP level
• You thrive in roles that combine customer relationship building with a strong focus on revenue retention and account growth.
• You are passionate about our mission to close pay gaps, create fairness in the workplace, and utilize data to drive that change. 
• You are a self-starter who thrives working independently, with minimal supervision, in a collaborative, kind, and supportive environment. 
• You are motivated by achieving and exceeding revenue retention goals, meeting quotas, and celebrating wins with your team and customers.
• You have a keen eye for uncovering expansion opportunities, negotiating renewals, and managing accounts with a strategic approach to revenue growth.
• You are deeply curious, willing to explore all aspects of the platform to understand and identify new opportunities to meet customer needs.
• You naturally seek out ways to deliver measurable value for customers and the business, aligning your work with clear revenue and retention targets.
• You are willing to ask questions and turn to others for support and expertise. 
• You have stellar communication skills that help you connect with a range of people, from HR/Comp analysts to the C-suite. 
• You are comfortable selling the value of workplace fairness solutions and are comfortable supporting our Account Management team with renewals and upsells..
• You bring empathy, calm, and confidence to help customers overcome challenges.
• You’re proactive, always two steps ahead to deliver what customers need next. 
• You are highly organized with excellent time management skills.
• You are eager to leverage AI tools responsibly to maximize your output and enhance customer success.
• You’re excited to own and drive initiatives within Syndio that build your skills and interests and that directly contribute to both customer impact and company growth.
• You are located on the West Coast, able to work 9-5 PT hours, and authorized to work in the US for any employer without the need for visa support now or in the future.

Why you'll love it here:

• 👥 Check out our Employee Experience page for more information on our Mission & Values, Work-Life Balance, Pay Transparency, Diversity, Culture, and Benefits. 
• 💰 Competitive Compensation. For this role our base salary is targeted at $99,000-$120,000 per year plus 20% additional variable. Final offer amounts are determined by factors such as experience and expertise. We take a geo neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. 
• 🏆  Syndio Equity - So you can share in Syndio’s success.
• 🏝  Flexible Vacation Policy - We encourage our team to recharge when they need to, plus paid sick & safe time, compassion leave, and voting leave. 
• 🐣  Paid parental leave
• 🩺  Medical, Dental, Vision - Syndio pays 90% of employee premiums, and 50% for dependents.
• 🏥  Life Insurance & Disability - Syndio covers the full premium.
• 🏦  401(k) Plan - To help you save for your future.
• 📍 Remote-First in our specified talent-hub cities, allowing for opportunities to meet up and socialize! #LI-Remote

Role progression

• Within 1 month, you’ll have completed a comprehensive and supportive onboarding process to help you understand the platform, the business, and the customer journey. You’ll be ready to be an advocate for workplace equity and help customers achieve it.
• Within 3 months, you’ll be fully ramped and supporting your own portfolio of customers.
• Within 6 months, you’ll be growing a portfolio of customers, guiding the overall workplace equity strategy, playing an important role in customer renewal conversations, and influencing the product roadmap.

Interview process

• Chat with a member of our Talent Team: 30 min phone call
• Meet the Hiring Manager: 30 min zoom interview
• Meet the Team: 3-4 video interviews with departmental and cross-functional team members
• Finalist: Mock EBR with CS Leaders - 60min